When you hear the words "social media", it's generally tied in with marketing. However, social media can be one of your biggest assets when it comes to customer care. But how should it be utilized? And should it be utilized in the same way for every company? Using these new platforms, customers and businesses can communicate like never before....and not just to obtain them or to market to them, but to listen and help.
4. Customer Care is
EVERYTHING.
• Marketing is customer care.
• Public relations is customer care.
5. Customer Care is
EVERYTHING.
• Marketing is customer care.
• Public relations is customer care.
• Product development is customer care.
6. Customer Care is
EVERYTHING.
• Marketing is customer care.
• Public relations is customer care.
• Product development is customer care.
• Sales is customer care.
9. • A developer answers a customer’s
query.
• Your marketing staff interacts with
customers at a conference or trade
show.
10. • A developer answers a customer’s
query.
• Your marketing staff interacts with
customers at a conference or trade
show.
• Director of Public Relations sees a
customer complaint and helps assist.
39. How do you want to
communicate?
• What blogging strategy is right for your
objectives?
40. How do you want to
communicate?
• What blogging strategy is right for your
objectives?
• How many blogs do you have?
41. How do you want to
communicate?
• What blogging strategy is right for your
objectives?
• How many blogs do you have?
• One for marketing, another for
customer care? Or combined?
44. What do we want to tell
our customers today?
• New product
launch
45. What do we want to tell
our customers today?
• New product
launch
• New/different
store hours
46. What do we want to tell
our customers today?
• New product
launch
• New/different
store hours
• What we’re up to
this month
47. What do we want to tell
our customers today?
• New product
launch
• New/different
store hours
• What we’re up to
this month
• How you doin’?
48. What do we want to tell
our customers today?
• New product • Specials/discounts
launch
• New/different
store hours
• What we’re up to
this month
• How you doin’?
49. What do we want to tell
our customers today?
• New product • Specials/discounts
launch
• Community events
• New/different
store hours
• What we’re up to
this month
• How you doin’?
50. What do we want to tell
our customers today?
• New product • Specials/discounts
launch
• Community events
• New/different
• Introduce new
store hours
employees
• What we’re up to
this month
• How you doin’?
51. What do we want to tell
our customers today?
• New product • Specials/discounts
launch
• Community events
• New/different
• Introduce new
store hours
employees
• What we’re up to
• Offer education
this month
• How you doin’?
52. What do we want to tell
our customers today?
• New product • Specials/discounts
launch
• Community events
• New/different
• Introduce new
store hours
employees
• What we’re up to
• Offer education
this month
• Solicit feedback
• How you doin’?
57. “Local” Businesses
• Is it possible for someone to leave a review
there? Then someone probably did.
58. “Local” Businesses
• Is it possible for someone to leave a review
there? Then someone probably did.
• Monitor tips for your venue, reach out
personally to anyone who had a bad
experience
59. “Local” Businesses
• Is it possible for someone to leave a review
there? Then someone probably did.
• Monitor tips for your venue, reach out
personally to anyone who had a bad
experience
• Companies pay other companies to write
positive reviews about them on the
internet. (Please don’t do this.)
60. The usual local
suspects
• foursquare • Angie’s List
• Yelp • Judy’s Book
• Trip Advisor • Bing Local
• Urban Spoon • City Search
• Google Places • Insider Pages
• Yahoo! Local • Local.com
70. Would my Customers benefit from
interacting with each other?
• Can you crowd-source customer care?
71. Would my Customers benefit from
interacting with each other?
• Can you crowd-source customer care?
• Would a dedicated social network be
hard for your company to monitor?
72. Would my Customers benefit from
interacting with each other?
• Can you crowd-source customer care?
• Would a dedicated social network be
hard for your company to monitor?
• Is it really needed?
79. Customer is not happy.
Now what?
• Create a “party line” with PR and management. How
will we handle things?
80. Customer is not happy.
Now what?
• Create a “party line” with PR and management. How
will we handle things?
• While the customer may not always be right, we can
still do right by the customer.
81. Customer is not happy.
Now what?
• Create a “party line” with PR and management. How
will we handle things?
• While the customer may not always be right, we can
still do right by the customer.
• Just because the customer sounds unhappy doesn’t
mean they are unhappy. Culture plays into things for
global companies.
82. Customer is not happy.
Now what?
• Create a “party line” with PR and management. How
will we handle things?
• While the customer may not always be right, we can
still do right by the customer.
• Just because the customer sounds unhappy doesn’t
mean they are unhappy. Culture plays into things for
global companies.
• Ensure that everyone is ready for crisis should it
occur.
86. Takeaways
• Evaluate what YOUR needs are, and build
a social media customer care plan around
them.
• Listen, listen, and then listen some more.
87. Takeaways
• Evaluate what YOUR needs are, and build
a social media customer care plan around
them.
• Listen, listen, and then listen some more.
• Measure what your customers want, and
by all means give it to them.